Growth Strategies: Three Easy Ways To Help Minimize Failed Appointments

Last-minute cancellations are not only frustrating, they may be lost opportunities to get patients healthy and increase practice production. Here are my top three ways to minimize failed appointments.

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1. Never “Confirm” Appointments

Whether you’re using text, email or voice, the purpose of the communication has to be very patient friendly so the strategy is to never suggest that the patient has the opportunity to cancel. Instead, remind them they have a “reservation” with the doctor and address any potential cost concerns (a key reason people cancel).

DO: Say, “Hi this is Lois at Dr. Smith’s office. We’re calling to let you know you have reserved time with the doctor on Tuesday, June 15th at 8 o’clock. We’re looking forward to seeing you then. Remember, we accept the CareCredit credit card for out-of-pocket costs.”

DON’T: Use words like “remind” or “call us back to confirm.”

If the patient is “high risk” with a history of cancelling on short notice, the strategy is to pique their curiosity and compel them to call back so you can talk through any barrier they may have to keeping their appointment, helping prevent a last-minute hole in the schedule and lost production time.

DO: Leave a message that is a bit more ambiguous that merely says, “Please call me back regarding your appointment.”

2. Don’t Preschedule Everyone

Patients have different life events they cannot control, so get to know your patients…

DO: Only schedule patients who are predictably reliable if you are scheduling more than one month out. These are patients with a solid history of showing up.

DON’T: Schedule patients who, like me, are unreliable. I travel a lot and my schedule seems to change daily.

DO: If patients have a history of cancelling or have shared with you a “hectic” schedule, when it’s time for them to return to the practice, call with a “last-minute change in the schedule” that is within a two-week window.

3. Mondays are off limits

New patients have yet to establish a relationship with you and are not emotionally or financially connected to the practice. The worst day for last-minute cancellations is Monday because you have no time to fill the open appointment if you receive a cancellation voice mail or email from a patient over the weekend.

DO: Schedule new patients on Tuesdays, Wednesdays and Thursdays.

DON’T: Schedule new patients on a Monday when you have no time to call and fill the hole if they are no-show.

DO: Let new (and actually all) patients know their payment options before their appointment — especially if you accept the CareCredit credit card. Many, many patients already have it and may appreciate being able to use it at your practice. And if they don’t have CareCredit but have cost concerns that may cause them to fail their appointment, you can help put their mind at ease.

Expert Author

Lois Banta, CEO of Healthcare Enterprises, Inc, is also a speaker, coach and author.